I’ve recently been writing a lot about platforms — not about any one in particular, but about the importance of platform to the future of what we all do in CRM and beyond. Platform provides a level of abstraction between machines and humans, who must get useful work out of them.
Inventing the platform was like inventing the power loom or the printing press. It was a way to separate the creative effort from rote production. I’ve gone so far as to say that the platform-based CRM system has become a big demonstration project for the platform.